L1 Technical Support Engineer

OPSWAT•Tampa, FL

70d

About The Position

OPSWAT is looking for an energetic and client-oriented Associate Technical Support Engineer to join our Customer Success Support team in a junior role. You will be responsible for overseeing the installation and maintenance of OPSWAT products. Your duties will include optimizing software application performance, installing updates, and performing debugging procedures. You will manage customer issues with OPSWAT's applications to ensure they are resolved quickly and satisfactorily. The Associate Support Engineer needs a working understanding of multiple IT domains and have the ability to grow and strengthen their knowledge in these areas.

Requirements

Bachelor's degree in CS, MIS, or equivalent discipline.
1 - 2 years of technical support experience
Experience in Linux (Ubuntu and CentOS), Windows, and MAC
Experience with some network and virtualization.

Nice To Haves

Previous MSP employment a plus.
Experience with Cybersecurity products
Bi-Lingual

Responsibilities

Manage and resolve customer issues with OPSWAT Products and gain an understanding of how OPSWAT products integrate into a client's architecture.
Participates in testing and installing new software releases and application system upgrades.
Review queues of open tickets and ensure each ticket is being handled appropriately.
Works with internal and external infrastructure teams and vendors to resolve hardware and software issues, including escalations.
Work with application developers and the internal infrastructure team to troubleshoot applications.
Participate in engineering and configuring technical solutions for applications, systems implementations, and upgrades.
Provide phone support and chat support as required.
Continuously improve technical knowledge of OPSWAT products.
Coordinate with engineering and QA teams to administer code migrations in production.
This is a position where you need a little knowledge to begin with, and we are going to mature you into a well-rounded IT engineer.